JP2001306789A - Service management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To appropriately perform guidance about service providing. SOLUTION: An invitation plan computer outputs direct mail 16 to be mailed to a customer who should receive a service guidance on the basis of customer data. In such a case, a follow card 18 for progress situation management is also outputted together with the direct mail 16. The follow card 18 is inputted in a progress management post 20 to be managed.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] 1. Field of the Invention [0002] The present invention relates to a service management system for providing service guide information to customers.

[0002]

2. Description of the Related Art Conventionally, for a customer who has been registered in advance, guidance information on services required by the customer has been provided. For example, periodic inspections of vehicles, vehicle inspections, etc. are services that must be received by customers who own vehicles for an appropriate period of time, and providers of these services that have information on customer's vehicle ownership, This information is provided to customers. For example, in the case of a vehicle inspection, a guidance is provided that a direct mail is sent to a customer one month before the period during which the vehicle inspection can be received, and that the customer is required to enter a service organization for the vehicle inspection.

[0003] Thus, there is a merit that a customer can receive a vehicle inspection and the like without forgetting, and a service organization can receive an order for a vehicle inspection agency job.

[0004]

In the above-described management, a direct mail is sent based on customer information registered in a computer or the like. However, the follow-up was left to the person in charge and did not function as a system. In other words, after sending the direct mail, the person in charge simply performs work such as contacting the customer at his / her own risk, and this is not managed.

[0005] In particular, since direct mail is usually sent once a month, the timing of receiving direct mail from customers is often not appropriate. That is, there was a problem that direct mail was too early or too late for the period of the vehicle inspection.

[0006] An object of the present invention is to provide a system capable of appropriately providing guidance on service provision.

[0007]

The present invention outputs a guide sheet indicating service guide information for a customer based on the customer information, sends the guide sheet to the customer, and sends the guide sheet to the customer after sending the guide sheet. A progress follow sheet for assisting the follow is output together with the guide sheet. Therefore, the person in charge can grasp the progress and perform processing using the follow sheet.

[0008] Preferably, the service guide information includes information about a time when a customer can receive a service. This allows the customer to know when to receive service.

Preferably, the guide sheets are leveled and output so that the change in the number of sheets at each output timing does not become too large. As a result, all subsequent activities can be leveled, and efficient work can be performed.

The progress follow sheet is preferably used for managing customer actions and service progress.

[0011]

Embodiments of the present invention (hereinafter referred to as embodiments) will be described below with reference to the drawings.

FIG. 1 is a diagram showing a schematic configuration of the system. The system according to the present embodiment is a system for inviting a service entrance for a service such as a vehicle inspection or a periodic inspection, and the following description will be made taking an example of an invitation activity for a vehicle inspection.

For this purpose, the invitation planning computer 10
And a customer management computer 12. The customer management computer 12 stores the customer's address, name,
Manages customer data, such as the name of the person in charge and data on owned vehicles.

The invitation planning computer 10 uses the customer data of the customer management computer 12 to perform various processes for invitation. A printer 14 is connected to the invitation planning computer 10, and a direct mail (guide sheet) 16 and a follow card (follow sheet) 18 are output from the printer 14. The direct mail 16 is mailed to the customer, and the follow card 18
Are arranged and inserted into the progress management post 20. The invitation planning computer 10 also outputs an invitation timing confirmation list, a customer data maintenance list, and the like.

First, a process of issuing the direct mail 16 and the follow card 18 performed by the invitation planning computer 10 will be described with reference to FIG.

First, the invitation planning computer 10 reads customer data (S11). This may be read directly from the customer management computer 12 or may use data copied in advance. Then, an object to be mailed by direct mail is picked up from the customer data.

Here, the period during which the vehicle inspection can be performed is a period from the expiration date to 45 days before the expiration date. For this reason, for example, 50 days before the expiration date is set as the scheduled date of direct mail issuance so that the customer can receive the vehicle inspection during this period.

In this way, the person to whom direct mail is issued can be determined. In the present embodiment, the number of direct mail issuance is equalized. That is, the customer whose expiration date is 10 days from the expiration date including the expiration date, in other words, the vehicle whose expiration date reaches 50 to 59 days after the date is once picked up (S12). Then, the number of vehicles picked up is reduced to 1/10 to obtain an average value of the number (S
13).

The average number is compared with the number 50 days before the expiration (S14). This comparison is normally YES. This is because if there is a day with a large number of vehicles, the number of vehicles on that day will be consumed to some extent on the previous day.

If the determination in S14 is YES, the average number is picked up from the previous expiration date (S15),
The direct mail 16 and the follow card 18 are printed (S16). On the other hand, if NO in S14,
Pick up all vehicles 50 days before expiration (S1
7) In step S16, the direct mail 16 and the follow card 18 are output. As a result, at least 50 days before the expiration date, a direct mail is issued and the number of issued mails per day is equalized.

In consideration of holidays, it is preferable that the above-mentioned number of days (for example, 50 days, 10 days) be the number of business days.

In this embodiment, the follow card 18 is printed out together with the direct mail 16. That is, the direct mail 16 is for notifying the customer of the expiration date of the vehicle inspection, the period to enter the car, the contact information, etc., and the follow card 18 output together with the notice is used for managing the attracting activity. It is a card used. The follow card 18 includes an invitation timing, customer information, and a result report column, a storage history column, and the like. It is also preferable to print the direct mail 16 and the follow card 18 on one sheet of paper, and use them separately. In this case, a perforation or the like may be provided on the sheet. In addition, direct mail 16
Is preferably a reciprocating postcard.

In this example, the direct mail 16
And the follow card 18 are printed out together, the direct mail 16 is sent out, and the follow card 18 is put in the progress management post 20.

The progress management post 20 is classified according to the progress of the invitation activity. For example, when the direct mail 16 is sent, the follow card 18 is placed in the primary invitation category. In addition, when the first invitation is completed, the second invitation is made. When the reservation is made, the reservation is made.
8 is entered. Each section is classified by date, and the follow card 18 is put into the corresponding expiration date section. Therefore, by moving the display of the day, the time limit can be managed.

Here, the plan of the invitation is that the first invitation has expired.
Five days ago, the second invitation is set 21 days ago, etc., and this is described in each follow card 18. It is also preferable to provide guidance on the first vehicle inspection immediately after the arrival of the direct mail 16 before the first invitation.

In accordance with these timings, the person in charge performs an attraction activity such as a telephone call or a visit to the customer, and when this is done, fills in the necessary information on the follow card 18 and moves the division.

Therefore, if the invitation activity is not performed or the follow card 18 is forgotten, the card is in a place where the expiration date has expired, and this can be understood at a glance.

The follow card 18 and the progress management post 20 can all be achieved on a computer, and the follow card 18 is sent as data to the person in charge, and the person in charge sends the follow card 18 to the progress management post 2 on the computer.
Insert at 0. Then, when the person in charge performs the attracting activity, the follow card 18 is moved on the computer. If it is performed by a computer, it is easy to move on the day, etc., and the time limit can be automatically managed in each section.

The follow-up card 18 is managed by the invitation planning computer 10 even in a paper system. Originally, all the data was on the invitation planning computer 10
The invitation planning computer 10 manages the progress using these data. That is, as shown in FIG. 3, a list of direct mails sent (those before the completion of vehicle inspection or before the completion of processing) is read (S2).
1) It is determined whether there is an input that the primary invitation work has been performed (S22). If YES in this determination, it is determined in the same manner whether or not the work for the secondary invitation has been performed. Then, the processing for excluding the final disposal from the target is performed.

If the determination in S22 is NO, it is determined whether or not the preset deadline for the primary invitation work has been reached (S23). And if not,
Exit because there is no problem. On the other hand, if
It is determined whether the deadline has been reached (S24). If the determination is NO, a warning is output (S25). This warning is for performing the primary invitation, and may be on the screen or printed out.

If the last time limit has been reached in S24, an abnormal list is output (S26). This abnormal list indicates that the invitation work has not been performed within the scheduled period, and can be used to request each person in charge to perform the work thoroughly. A similar process is performed for the second invitation.

It is also preferable to output the invitation timing confirmation list shown in FIG. 1 at a predetermined frequency so that each person can easily make a schedule.

For example, the final deadline for the first invitation is 40
The warning date can be set to 35 days before. For the second invitation, the final deadline is 1
The warning period can be set seven days ago, the warning period 21 days ago, or the like.

By performing such an alerting process,
The person in charge can carry out the processing to be performed without forgetting. When the user inputs that the primary invitation has been performed, the process proceeds to the schedule management of the secondary invitation, and the schedule management is performed here.

Then, when a failure or reservation is input,
The property is removed from the target, and the process for the attracting activity ends. If a failure or a reservation is not determined by a predetermined period, an abnormality list is output, and an instruction to confirm the reason is issued based on the list. Note that the abnormality may be notified on a computer.

On the other hand, when a reservation has been made, warehousing management such as contacting the customer and adjusting the schedule is performed. In addition,
The barcode etc. is printed on the follow card 18,
By reading this, it is preferable that a customer or the like can be specified. For example, an ID number is assigned to each invitation, and the computer manages the invitation based on the ID number. Then, the barcode corresponding to the ID number is printed on the follow card 18 and read, thereby recognizing the customer on the computer for reservation management. Further, an ID number of the customer may be printed on the follow card 18.

When a vehicle inspection or a periodic inspection is performed, the result can be used for the next vehicle inspection or a periodic inspection. For example, when it is estimated that the next time is tire replacement or battery replacement, it is also preferable that this data be described not only in the chart of the vehicle but also in the direct mail 16. . For this reason, among the information on the result of the service, the data necessary for the attracting activity is stored in a special column, and when the data is read out by the attracting planning computer 10, the data is automatically read from this column. It is good to be read.

In the invitation planning computer 10, it is also preferable to perform maintenance of customer data in the customer management computer 12.

For example, the invitation planning computer 10 copies customer data of the customer management computer 12 and uses it as its own database. The invitation planning computer 10 has an analysis screen. With this analysis screen, customer data is processed in various ways,
You can check the contents.

The customer data includes, in addition to the customer address, name, vehicle data, etc., a sales person, a person in charge of follow-up such as vehicle inspection and periodic inspection and a follow-up store, a person in charge of a service that actually performs service, and Data of service stores and the like are described.

At a certain store, the number of cases where the store is in charge of follow-up, the number of cases in which the store is in charge of service, the number of cases in which both are both in charge, and the like, are checked. Then, it can be checked whether it should be both. Also,
Depending on the form of the store, in a store where only follow-up can be performed but actual inspection service cannot be performed, it can be checked whether or not the person is in charge of service.

Further, the customer is read out using the area as a key,
You can also check that you are assigned to the right person. Further, it is possible to perform a change of a person in charge of a person who has been transferred, a change of a store that has been relocated, a process of moving a customer, and the like.

As described above, in each store, by copying and processing the customer data, appropriate customer data can be checked based on the information in the store. Then, the change data is used as maintenance data.
After being supplied to the customer management computer 12 where it is approved, the change is reflected.

It is preferable that the maintenance data is output as a maintenance list as shown in FIG.

Further, since various kinds of information on the vehicles actually stored are stored in the computer, the load may be adjusted by leveling the storage date using the information.

[0046]

According to the present invention, a progress follow-up sheet for assisting the follow-up to the customer after sending the guide sheet is output together with the guide sheet. Therefore, the person in charge can grasp the progress and perform processing using the follow sheet.

The guide sheets are leveled and output so that the change in the number of sheets at each output timing does not become too large, so that all subsequent activities can be leveled and efficient work can be performed.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a system configuration.

FIG. 2 is a flowchart illustrating an operation of a printing process.

FIG. 3 is a flowchart illustrating an operation of a time limit management process.

[Explanation of symbols]

10 Attraction planning computer, 12 Customer management computer, 14 Printer, 16 Direct mail, 18
Follow card, 20 progress management post.

Continued on the front page (72) Inventor Hidenori Nishizawa 1 Toyota Town, Toyota City, Aichi Prefecture Toyota Motor Corporation F-term (reference) 5B049 BB16 BB33 CC02 CC06 CC32 DD02 EE01 FF02

Claims (4)

[Claims] 1. A guide sheet indicating service guide information for a customer is output based on the customer information, the guide sheet is sent to the customer, and a progress follow-up for assisting the follow-up to the customer after sending the guide sheet. A service management system for outputting a sheet together with the guide sheet. 2. The service management system according to claim 1, wherein the service guidance information includes information on a time when a customer can receive a service. 3. The service management system according to claim 1, wherein the guide sheets are leveled and output so that a change in the number of guide sheets at each output timing does not become so large. 4. The service management system according to claim 1, wherein the progress follow-up sheet is used for managing customer actions and service progress.